Managing a flood of urgent technical support tickets requires a structured approach. Prioritize tasks by assessing urgency and impact to ensure critical issues are addressed first. Leverage automation, like canned responses or ticketing system features, to handle common queries efficiently. Stay organized by breaking complex problems into smaller steps and focusing on one ticket at a time to maintain quality. Effective communication, such as setting clear expectations with clients about response times, helps manage pressure. Regularly reassess priorities as new tickets arrive, ensuring the workload remains balanced and manageable

To handle a high volume of support tickets, prioritize issues using SLAs and categories. Automate triaging, assignments, and responses for common queries. Use visual workflows like Kanban boards to track progress and ensure no ticket is overlooked. Maintain a shared knowledge base and train teams to gather detailed information upfront. Regularly analyze ticket trends to address recurring issues proactively, and ensure transparent communication with users through real-time updates and status dashboards. Optimize staffing and cross-train teams for flexibility.

I recommended first to triage tickets based on urgency and then group and stack them. Close them out in one go by, same issue, multiple users, or single user, multiple issue/tickets.

An organised strategy is needed to handle an overwhelming volume of urgent technical assistance tickets. Set priorities for your tasks by evaluating their impact and urgency to make sure that the most important ones are taken care of first. To effectively answer frequently asked questions, use automation, such as ticketing system features or prefabricated responses. To preserve quality, stay organised by dividing difficult issues into manageable steps and concentrating on one ticket at a time. Pressure management is aided by effective communication, such as establishing clear expectations with clients regarding response times. As new tickets come in, periodically review priorities to keep the burden balanced and controllable.

Immediate Action: Accurately categorize tickets based on operational impact and urgency, prioritizing from critical to low priority. Preventive Action: Empower end users by providing solutions for repetitive urgent issues, such as password resets, through IVRs and self-service portals. These portals can also handle software installations and other service requests with a structured workflow design. By eliminating repetitive tasks, you can focus more on critical and high-priority incidents or events.

I would start off by prioritising my tickets according to urgency and impact, critical to low priority by using a ticketing system that ensures that all tickets are handled accordingly. Have a system that allows users to have self service before having logged tickets to decrease the number of tickets logged.

It's important to address something crucial before reaching the mentioned workload: DATA. We understand that we will eventually encounter a workload, so it's essential to be prepared with data collected in advance. As a result, before the workload arrives, we will have organized emergency shifts and a system for managing tickets.

While conventional strategies may focus more on enhancing process & techniques geared toward increasing capability to receive, process and resolve tickets, it is equally important to spend time dealing with root cause(s) of multiple/volume recurring tickets resulting from the same problem(s). If you organization tends to experience volume tickets, the probability of all those tickets having a unique RC is rather low. Volume tickets are mostly caused by a few problems or inter-related problems. By spending time dealing with root cause(s) of problems that yields recurring issues, you eventually reduce the actual generation of recurring tickets, which in turn significantly complements your capacity enhancing strategies. - just my two cents

1. Quickly review each ticket to assess urgency, impact and priority. 2. Categorize tickets into different priority buckets ( e.g. critical, high, medium, low) 3. Focus first on the highest priority issues that are impacting the most customers or causing the biggest business impact. 4. Escalate promptly to the appropriate teams to engage specialized support.

I believe organisation will need to build a robust system to handling technical tickets effectively. 2 simple solution. 1. Create automation to address common issues (workflows & KB generations) 2. AI could be of great help in crafting replies based on the learnings from the existing tickets. you can achieve this by feeding a LLM with crafted reliable technical expertise (if this is proprietary), then with issues that are getting reported currently and it should have access to latest solutions sent to the customers to decide which is the best solution